Hiring For Escalation Manager
- Customer Care
- 3 - 8 years
- Mumbai
- 4 months ago
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Job Description
Dear Candidate,
As discussed, Im sharing Job Description of Escalation Manager and company details below:
Location Airoli (Navi Mumbai)
Notice Period Immediate Joiner / 30 days
Experience 3+ Yrs
Shift - 24*7 (Rotational)
Escalation Manager, or Incident Manager with a strong background in Data Centre operations or
Internet Service Provider (ISP) environments. The ideal candidate should have demonstrated experience
in managing large-scale service desk operations, handling high-severity incidents, and overseeing
escalation processes in mission-critical infrastructure environments. Exposure to ITIL practices, 24x7
operational support models, and service assurance within Data Centres or ISPs is highly preferred.
We are seeking a proactive and experienced Escalation Engineer to join our team at eClerx, a leading
Internet Service Provider. The ideal candidate will be responsible for managing and resolving high-
priority customer issues, service disruptions, and internal escalations in a timely and professional
manner. This role requires excellent cross-functional collaboration, customer communication, root
cause analysis, and continuous improvement mindset to enhance service reliability and customer
satisfaction.
Key Responsibilities:
- Act as the primary point of contact for escalated customer issues, ensuring timely
acknowledgment, investigation, and resolution.
- Engaging with NOC team leads and supervisors (Transport; E-IP) as needed to provide white
gloved experience to strategic customers.
- Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer
Support, Billing) to drive quick resolution of service-impacting issues.
- Lead incident response for major outages or critical service degradations; provide real-time
updates to stakeholders and customers.
- Analyse incidence summary and identify root cause analysis (RCA) for recurring issues and work
with relevant teams to implement corrective and preventive actions.
- Track, document, and report escalation trends, outcomes, and improvements to senior
leadership.
- Maintain escalation response playbooks, SLAs, and protocols to ensure consistent and effective
handling of critical issues.
- Collaborate with customer success and account management teams to maintain high customer
satisfaction and retain key accounts.
- Identify and drive improvements in support processes, documentation, and cross-team
communication to reduce escalations over time.
- Prepare post-incident reports and presentations for internal review and external
communication as needed.
Qualifications:
- Bachelors degree in Information Technology, Telecommunications, Engineering, or related field.
- 3 to 5 years of experience in technical support, service delivery or network operations,
preferably in the ISP or telecom industry.
- Proven experience handling escalations and leading cross-functional resolution efforts under
pressure.
- Ability to defuse and calm intensified situations
- Attention to detail to ensure proper dissemination of internal and external communication
- Update and clean up tickets as needed
- Strong understanding of ISP infrastructure, broadband technologies, and network
troubleshooting principles.
- Excellent verbal and written communication skills; ability to communicate complex technical
issues to non-technical stakeholders.
- Strong analytical and problem-solving abilities with a customer-first mindset.
- Experience with incident management tools, ticketing systems, and escalation tracking
dashboards.
- ITIL or related service management certification is a plus.
Milki Bisht| 9151206***
Email id mi********t@nl****h.in
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Engineering - Hardware & NetworksRole Category: TelecomRole: Telecom - OtherEmployement Type: Full timeContact Details:
Company: Escalation ManagerLocation(s): Mumbai
Keyskills: Incident Management Escalation Management Root Cause Analysis Customer Escalation Broadband ISP ITIL service desk operation Data Center Service Improvement RCA Telecom data center operation Escalations Incident internet service provider
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